DELIVERY and RETURNS
Q: Do you ship frames abroad?
Yes, we do ship frames and sunglasses worldwide.
Q: How much does shipping cost?
Shipping costs for a frame or sunglasses is free in the UK, £18.00 international. All our parcels are sent ‘signed for’ by Royal Mail.
Q: How do you send parcels, can I track my order?
All parcels are sent by Royal Mail registered ‘signed for’ which has a tracking number.
Q: How long does my order take to get to me?
Once dispatched 2-3 working days in the UK, Europe 5-6 days and rest of the world 6-10 days.
Q: What happens if I receive faulty or damaged frames?
We take great care to ensure you will receive your order in an excellent condition. If this is not the case please contact us before returning
Q: Can I return my order if I dislike the frame?
Yes, you can return frames (glasses and sunglasses) to us for an exchange or a refund. All goods must be returned to us in stock condition within 28 days of receipt. In the case of exchange we will charge the additional shipping cost of £8 in the UK, or £18 for international items.
Q: How should I return my unwanted frames to you?
Please ensure the goods you are returning are securely packed, and that they are safely delivered. Please add the correct amount of postage when sending. Take care to arrange the customs declaration to avoid unnecessary import duty when we receive them. Any costs that occur for returned goods will be deducted from the refund i.e customs charges. Please note: do not return goods via courier services like FEDEX as extra charges of approx £30 will be payable.
Q: Can I send frames or sunglasses back once prescription lenses have been fitted?
Orders with prescription lenses, reading glasses, custom non-prescription lenses, and replacement lenses are made to your specifications. Therefore they cannot be reused and are non-refundable. However, in the event of any problem with your purchase due to a fault on our part, we shall do our very best to rectify the matter as soon as possible. Please contact us before returning any goods to us.
Q: Will I get a full refund?
Once we receive goods back in the condition sent, we will issue a full refund for the frames. Shipping costs and orders with prescription lenses are not refundable. If you are ordering from outside the UK, the refund will be issued in pounds sterling (£). We cannot compensate you for any exchange rate fluctuations that might occur between the purchase date and the refund date.
Q: I made a mistake when ordering, what should I do?
Phone us on 01727 761048 or email firstname.lastname@example.org as soon as possible and we will try to amend this for you.